Hi,
The electionic programme guide setup of the DVR setup fails.
I enter my postcode and hit continue, a progress circle appears and begins to fill
but then the progress circle will empty and say 0% and not move again 
I have plex and a Hauppauge WinTV-quadHD.
The tv card is installed and all drivers configured correctly, plex also dispays the hardware under DVR setup.
I search for channels and lots are found, its the electronic program guide setup that fails
Any ideas??
there is an issue with the EPG where it fails due to some JSON parse error.
can you post logs so we can see if this is in fact that issue?
For me I just delete the Tuner and add it back and the EPG will load again but can break after some time if it runs into a JSON error again…
thanks for the reply,
I will give your suggestion a try tonight.
ive attached the logs
I have already deleted the Tuner, Im getting this error when trying to setup the tuner again.
Any other suggestions on my issue?
How can i get support from the Plex team.
I have paid for plex pass so i can use the DVR functionality and it isnt work correctly and I am unable to get any support from Plex.
I am feeling a bit disappointed with Plex,
Also on Plex’s contact page it says “Support questions submitted through the contact form will go unanswered.”
I’ve created a post about my issue and I’m not getting support plex.
How do I get support for Plex as I am a paying customer?
@“chris.mcna” Could you give us a little bit of extra information, please?
What server version, what platform, and the country you’re in, please?
I am running Plex version 1.12.0.4829 (just upgraded to latest and tried again but same thing)
Microsoft Windows 10 Enterprise x64
i7-2600 3.4ghz
16 GB ram
Tv card is a Hauppauge WinTV-quadHD
PC is a h8-1170uk (HP Elite) with a few upgrades 
my primary drive is an SSD 256gb (plex is installed on it)
I live in the uk (postcode gl12, but every postcode i try fails in the same way)
my server logs are in post above.
I hope we can get this resolved as its the only issue i have with the plex software.
Do you need any more info?
How the ---- do you get support from plex? I’m a paying customer and their site say I have to open a discussing for support but no one from plex support helps. Why would anyone pay for plex as support is non existence
Please plex you have a customer who needs support!!!
If plex support doesn’t get back to me by the end of the month I’m going to raise a billing dispute and get my plex subscription refunded because I’m paying for a product that isn’t fix for purpose.
Plex pass says it has a dvr feature and supports my tv card. From my experience this isn’t true, so I have been miss lead into paying for a product that isn’t fit for purpose/false advertising. Also when pay for a product you expect a certain level of support that I just haven’t received.
I believe I have grounds for a full refund of my subscription
LOL
Join the Plex Support Pool…
@“chris.mcna”,
Thank you for your patience, engineering has investigated your issue. In reviewing your logs, we can see the EPG is completing:
Mar 01, 2018 14:54:42.039 [12392] DEBUG - EPG: Best computed lineup was lineup://tv.plex.providers.epg.onconnect/GBR-1000067-DEFAULT#Freeview with a total score of 150.5
We can also see in your logs the progress reported as completed at several stages. But alas, this does not line up with what you are experiencing.
Mar 01, 2018 14:54:04.875 [5264] DEBUG - Request: [127.0.0.1:64189 (Loopback)] GET /livetv/epg/countries/gbr/tv.plex.providers.epg.onconnect/lineups?postalCode=gl (7 live) GZIP Signed-in Token (chris.mcna)
Mar 01, 2018 14:54:05.676 [8796] DEBUG - Completed: [127.0.0.1:64189] 200 GET /livetv/epg/countries/gbr/tv.plex.providers.epg.onconnect/lineups?postalCode=gl (8 live) GZIP 801ms 449 bytes (pipelined: 10)
Mar 01, 2018 14:54:06.229 [7080] DEBUG - Request: [127.0.0.1:64267 (Loopback)] GET /livetv/epg/countries/gbr/tv.plex.providers.epg.onconnect/lineups?postalCode=gl12 (7 live) GZIP Signed-in Token (chris.mcna)
Mar 01, 2018 14:54:06.946 [8796] DEBUG - Completed: [127.0.0.1:64267] 200 GET /livetv/epg/countries/gbr/tv.plex.providers.epg.onconnect/lineups?postalCode=gl12 (7 live) GZIP 717ms 795 bytes (pipelined: 4)
Mar 01, 2018 14:54:08.087 [12284] DEBUG - Request: [127.0.0.1:64267 (Loopback)] GET /livetv/epg/lineup?device=device%3A%2F%2Ftv.plex.grabbers.tunerservice%2Fdvb%2523bda%2523pci%2523ven_14f1%2526dev_8852%2526subsys_6a280070%2526rev_04%25236%2526375bc7cb%25260%2526000800e2%2523&lineupGroup=lineup-group%3A%2F%2Ftv.plex.providers.epg.onconnect%2Fgbr%2Fgl12 (7 live) GZIP Signed-in Token (chris.mcna)
Mar 01, 2018 14:54:08.541 [12284] DEBUG - Activity: registered new activity 56f2ed01-fd3f-4d27-b863-c4cc44ef0b0a - Computing best lineup
Mar 01, 2018 14:54:08.542 [8796] DEBUG - Completed: [127.0.0.1:64267] 200 GET /livetv/epg/lineup?device=device%3A%2F%2Ftv.plex.grabbers.tunerservice%2Fdvb%2523bda%2523pci%2523ven_14f1%2526dev_8852%2526subsys_6a280070%2526rev_04%25236%2526375bc7cb%25260%2526000800e2%2523&lineupGroup=lineup-group%3A%2F%2Ftv.plex.providers.epg.onconnect%2Fgbr%2Fgl12 (7 live) GZIP 454ms 298 bytes (pipelined: 5)
Mar 01, 2018 14:54:10.883 [12392] DEBUG - Activity: updated activity 56f2ed01-fd3f-4d27-b863-c4cc44ef0b0a - completed 7% - Computing best lineup
Mar 01, 2018 14:54:10.884 [12392] DEBUG - EPG: Score for lineup lineup://tv.plex.providers.epg.onconnect/GBR-1002766-DEFAULT#YouView was 145.5
Mar 01, 2018 14:54:13.390 [12392] DEBUG - Activity: updated activity 56f2ed01-fd3f-4d27-b863-c4cc44ef0b0a - completed 14% - Computing best lineup
Mar 01, 2018 14:54:13.390 [12392] DEBUG - EPG: Score for lineup lineup://tv.plex.providers.epg.onconnect/GBR-1000067-DEFAULT#Freeview was 150.5
Mar 01, 2018 14:54:16.991 [12392] DEBUG - Activity: updated activity 56f2ed01-fd3f-4d27-b863-c4cc44ef0b0a - completed 21% - Computing best lineup
Mar 01, 2018 14:54:16.991 [12392] DEBUG - EPG: Score for lineup lineup://tv.plex.providers.epg.onconnect/GBR-1000066-DEFAULT#Freesat was 50.1
Mar 01, 2018 14:54:19.190 [12392] DEBUG - Activity: updated activity 56f2ed01-fd3f-4d27-b863-c4cc44ef0b0a - completed 28% - Computing best lineup
Mar 01, 2018 14:54:19.191 [12392] DEBUG - EPG: Score for lineup lineup://tv.plex.providers.epg.onconnect/GBR-OTAGL12#Local%20Over%20the%20Air%20Broadcast was 148.5
Mar 01, 2018 14:54:23.268 [12392] DEBUG - Activity: updated activity 56f2ed01-fd3f-4d27-b863-c4cc44ef0b0a - completed 35% - Computing best lineup
Mar 01, 2018 14:54:23.268 [12392] DEBUG - EPG: Score for lineup lineup://tv.plex.providers.epg.onconnect/GBR-1000063-DEFAULT#BT%20TV was 118.4
Mar 01, 2018 14:54:29.287 [12392] DEBUG - Activity: updated activity 56f2ed01-fd3f-4d27-b863-c4cc44ef0b0a - completed 42% - Computing best lineup
Mar 01, 2018 14:54:29.287 [12392] DEBUG - EPG: Score for lineup lineup://tv.plex.providers.epg.onconnect/GBR-1000065-DEFAULT#Virgin was 59.8
Mar 01, 2018 14:54:30.129 [12392] DEBUG - Activity: updated activity 56f2ed01-fd3f-4d27-b863-c4cc44ef0b0a - completed 50% - Computing best lineup
Mar 01, 2018 14:54:30.129 [12392] DEBUG - EPG: Score for lineup lineup://tv.plex.providers.epg.onconnect/GBR-1000118-DEFAULT#United%20Kingdom was 0.6
Mar 01, 2018 14:54:30.542 [12392] DEBUG - Activity: updated activity 56f2ed01-fd3f-4d27-b863-c4cc44ef0b0a - completed 57% - Computing best lineup
Mar 01, 2018 14:54:30.543 [12392] DEBUG - EPG: Score for lineup lineup://tv.plex.providers.epg.onconnect/GBR-1000193-DEFAULT#United%20Kingdom%20(extended) was 0.6
Mar 01, 2018 14:54:36.087 [12392] DEBUG - Activity: updated activity 56f2ed01-fd3f-4d27-b863-c4cc44ef0b0a - completed 64% - Computing best lineup
Mar 01, 2018 14:54:36.087 [12392] DEBUG - EPG: Score for lineup lineup://tv.plex.providers.epg.onconnect/GBR-1000207-DEFAULT#Sky%20HD was 46.4
Mar 01, 2018 14:54:36.484 [12392] DEBUG - Activity: updated activity 56f2ed01-fd3f-4d27-b863-c4cc44ef0b0a - completed 71% - Computing best lineup
Mar 01, 2018 14:54:36.484 [12392] DEBUG - EPG: Score for lineup lineup://tv.plex.providers.epg.onconnect/GBR-1000449-DEFAULT#Sky%20SD was 42.9
Mar 01, 2018 14:54:36.892 [12392] DEBUG - Activity: updated activity 56f2ed01-fd3f-4d27-b863-c4cc44ef0b0a - completed 78% - Computing best lineup
Mar 01, 2018 14:54:36.892 [12392] DEBUG - EPG: Score for lineup lineup://tv.plex.providers.epg.onconnect/GBR-1000450-DEFAULT#Sky%20HD was 42.0
Mar 01, 2018 14:54:37.235 [12392] DEBUG - Activity: updated activity 56f2ed01-fd3f-4d27-b863-c4cc44ef0b0a - completed 85% - Computing best lineup
Mar 01, 2018 14:54:37.235 [12392] DEBUG - EPG: Score for lineup lineup://tv.plex.providers.epg.onconnect/GBR-1002101-DEFAULT#Talk%20Talk was 133.9
Mar 01, 2018 14:54:37.471 [12392] DEBUG - Activity: updated activity 56f2ed01-fd3f-4d27-b863-c4cc44ef0b0a - completed 92% - Computing best lineup
Mar 01, 2018 14:54:37.471 [12392] DEBUG - EPG: Score for lineup lineup://tv.plex.providers.epg.onconnect/GBR-1002100-DEFAULT#Freesat%20from%20Sky was 29.4
Mar 01, 2018 14:54:42.038 [12392] DEBUG - Activity: updated activity 56f2ed01-fd3f-4d27-b863-c4cc44ef0b0a - completed 100% - Computing best lineup
Mar 01, 2018 14:54:42.038 [12392] DEBUG - EPG: Score for lineup lineup://tv.plex.providers.epg.onconnect/GBR-1000064-DEFAULT#Sky%20SD was 48.1
Mar 01, 2018 14:54:42.039 [12392] DEBUG - EPG: Best computed lineup was lineup://tv.plex.providers.epg.onconnect/GBR-1000067-DEFAULT#Freeview with a total score of 150.5
Further investigation has found your EPG is failing due to a DDOS issue with CloudFlare. This is not a typical DDOS attack you hear about in the news, as CloudFlare or Plex are not under attack. it’s Cloudflare’s DDOS protection kicking in for specific users and throwing errors back at people trying to get guide data. Most users shouldn’t ever come across this, and we’ve engaged with CloudFlare to reduce or remove the chance of this happening, but for those users who do end up unintentionally triggering Cloudflare’s DDOS protection, we have an incremental EPG loader coming soon that should take care of this. The code is currently in review and pending QA testing. I don’t have an ETA to provide for when it will land, but it’s coming.
If you would like to get in touch with us regarding your subscription, you can do so on our Contact page. Just select Plex Pass Billing.
@“chris.mcna”,
I’ve got another update for you. We’re working on getting something to help with the underlying issue out in the next release (unfortunately, we can’t guarantee when it will go out) and a permanent fix to the root cause thereafter.
Plex Media Server version 1.12.3.4947 has just been released as beta
It has a fix for caching bug where the cache was not correctly checked before making EPG requests to tmsapi.plex.tv. With this fix, the volume of requests should reduce significantly - 75% reduction has been observed. This should avoid getting Cloudflare rate limiting temporary IP Bans.
See Release Note http://forums.plex.tv/discussion/comment/1650553/#Comment_1650553
